You will leave with tangible tips, tricks and strategies you can implement immediately. Make plans now to join us for a day devoted to learning from your colleagues and contact center experts!
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9:30 am Registration & Continental Breakfast
10:00 am Welcome & Opening Remarks
10:15 am Empowering Your Agents to Deliver Exceptional Customer Experiences, Every Time
Culture, training and coaching all have a significant role in the customer experience. Are your Agents currently set up for success? Do they have the right tools in their tool box to delight your customers at every touch point? In this lively, inspirational session we will illustrate the attitudes, plans and support necessary for providing the ultimate customer experience.
Presented by Brian Costanzo, President & CEO, SOCAP International
11:15 am Tweet, Tweet….Who’s There….Your Customers! Lessons in Active Social Media Listening
Firestorms can start in a single tweet. 140 characters or less can do irreparable damage to your brand. Are you actively listening and appropriately responding to your social media channels? Learn how to “hear” the voice of the customer and respond appropriately. Brands that are doing this the right way experience higher levels of consumer trust, satisfaction and quality service. In this lively session, we will tackle strategies to effectively communicate including guidelines and standards, ensuring every customer is heard and maintaining a consistent, congruent message across multiple channels.
Participants to include Michael Delpierre, CEO, Conversion Pipeline, Christine Sierra, Marketing Manager, Panviva, Ronita Gaines, Virtual Solutions Contact Center Operations, Linda Harden, Contact Center Pipeline Journal
12:00 pm Networking Buffet Luncheon
1:00 pm Peer to Peer Roundtable Discussions
While the Call Centers may differ in many ways, many common themes are present regardless of industry. We invite you to take part in small discussion groups to learn and share ideas, best practices and to discuss challenges. The goal is to provide you with a hands on learning session of tangible, practical takeaways you can put to immediate use. Attendees will not need to pre-register and can select their table topic onsite. We will offer the chance to attend a second topic at 1:45pm. All topics will be anchored by a discussion leader.
Topics to include:
*Providing Consistent & Accurate Information in an Omni-Channel World
*Artificial Intelligence & Chat Bots
*Workforce Management Optimization
1:45pm Transition to New Roundtable Discussion Topic
2:30 pm Wrap Up Networking Reception
3:00 pm Closing Remarks, Survey Collection, Raffle Prizes
3:15 pm Event Concludes